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Position Title: Student Support Advisor

Reports Directly To: Vice President of Student Experience & Success

Location: Remote

FLSA Status: Non-Exempt

Position Summary:

The Student Support Advisor provides proactive, holistic advice and student success support throughout the student lifecycle—from enrollment through graduation. This position serves as a primary point of contact for an assigned caseload of students, building meaningful relationships that promote academic achievement, persistence, retention, and timely degree completion.

Working collaboratively with Admissions, Financial Aid, Academic Affairs, the Registrar, faculty, and Student Services, the Student Support Advisor connects students with the resources and guidance needed to overcome barriers and achieve their educational goals. The Advisor maintains regular communication through phone, email, text messaging, and virtual meetings while utilizing student success technologies and data to identify opportunities for intervention and support.

The successful candidate is student-centered, relationship-focused, highly organized, and thrives in a fast-paced, collaborative environment committed to student success.

Essential Duties and Responsibilities

The duties listed below are representative of the responsibilities of this position. Additional duties may be assigned to support departmental or institutional priorities.

Student Advising & Success

• Serve as the primary advisor for an assigned portfolio of students throughout their academic journey.
• Build strong, supportive relationships that encourage student engagement, persistence, retention, and graduation.
• Conduct proactive outreach using phone, email, text messaging, and virtual meetings to maintain regular communication with students.
• Assist students in understanding academic requirements, institutional policies, available resources, and support services.
• Provide individualized guidance regarding academic planning, time management, study skills, and goal setting.
• Encourage student accountability while promoting confidence and self-advocacy.

Student Retention & Intervention

• Monitor student engagement, attendance, academic progress, and other indicators to identify students who may be at risk.
• Develop and implement individualized intervention strategies to improve student success and persistence.
• Document outreach efforts, student interactions, and intervention plans within the University's student information and advising systems.
• Collaborate with faculty and student support teams to coordinate early intervention efforts.
• Follow up consistently to evaluate student progress and adjust support plans as appropriate.

Cross-Functional Collaboration

• Partner with Admissions, Financial Aid, the Registrar, Academic Affairs, Student Services, and other University departments to ensure a seamless student experience.
• Assist new students during the transition from admissions to enrollment by answering questions and connecting them with appropriate resources.
• Participate in case management meetings, retention planning sessions, and student success initiatives.
• Collaborate with faculty regarding student concerns and academic progress when appropriate.

Student Records & Documentation

• Maintain accurate, timely, and confidential records of all student interactions.
• Utilize student information systems, CRM platforms, and advising software to document communications and monitor student progress.
• Maintain confidentiality of student information in accordance with FERPA and University policies.
• Assist with reporting and documentation related to retention, persistence, and student engagement initiatives.

Customer Service & Student Engagement

• Deliver exceptional customer service while fostering a welcoming, supportive, and student-centered environment.
• Respond promptly and professionally to student inquiries.
• Educate students regarding university policies, procedures, and available services.
• Participate in orientation programs, student engagement initiatives, and other activities supporting student success.
• Perform other duties as assigned.

Knowledge, Skills, and Abilities

• Strong commitment to student success and student-centered service.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to build trusting relationships with diverse student populations.
• Strong organizational, time management, and multitasking skills.
• Ability to analyze information and use data to support student success initiatives.
• Strong problem-solving and critical-thinking abilities.
• Ability to exercise sound judgment and maintain confidentiality.
• Ability to work independently while contributing effectively within a collaborative team.
• Proficiency with Microsoft Office Suite, virtual communication platforms, and student information systems.
• Ability to adapt to changing priorities within a fast-paced higher education environment.

Minimum Qualifications

• Bachelor's degree required.
• Minimum of one (1) year of experience in academic advising, student services, higher education, customer service, or a related field.
• Demonstrated commitment to providing exceptional customer service.
• Strong written and verbal communication skills.
• Experience working with technology, including Microsoft Office Suite.
• Ability to work effectively in a fully remote environment while maintaining productivity and accountability.

Preferred Qualifications

• Experience in academic advising, retention, student success, or case management within higher education.
• Experience using Student Information Systems (SIS), Customer Relationship Management (CRM) systems, or Anthology products.
• Experience supporting online or adult learners.
• Knowledge of FERPA regulations and higher education student support practices.
• Experience utilizing student success data to improve retention and persistence.

Physical Requirements

The physical demands described below are representative of those required to successfully perform the essential functions of this position.

• Prolonged periods of sitting while working at a computer.
• Frequent use of computers, telephones, and virtual meeting technology.
• Ability to communicate effectively through written, verbal, and virtual communication platforms.
• Ability to remain focused while managing multiple communication channels and student interactions throughout the workday.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Work Environment

This is a fully remote position requiring a professional home office environment, reliable high-speed internet access, and the ability to effectively communicate using phone, email, text messaging, and virtual meeting technologies.

The Student Support Advisor manages a high-volume caseload and must balance multiple priorities while providing timely, accurate, and compassionate support. The position requires frequent collaboration across university departments to ensure students receive coordinated services that support persistence and degree completion.

Occasional evening hours may be required during peak enrollment periods, registration, orientation, or special student success initiatives.

Licenses, Certifications, and Employment Requirements

The successful candidate must successfully complete all required pre-employment screenings, including employment verification, education verification, reference checks, criminal background screening, and any additional screenings required by the University.

The incumbent is expected to maintain confidentiality of student information in accordance with FERPA, institutional policies, and applicable federal and state regulations.

Equal Employment Opportunity

Salem University is committed to providing equal employment opportunities to all applicants and employees in accordance with applicable federal, state, and local laws.

Americans with Disabilities Act (ADA)

Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions of this position.

Job Description Disclaimer

This job description is intended to describe the general nature and level of work performed by employees assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications required for the position. Salem University reserves the right to modify, assign, or remove duties and responsibilities as institutional needs evolve.